A new chapter in member care: Welcoming Shantal Pothiah

After two years of dedicated service, we bid farewell to our Client Liaison Officer (CLO), Mishkah Martin. We are deeply grateful for the exceptional care and commitment she showed to the Scheme. Mishkah became a trusted point of contact for many, and her presence will be missed. We wish her all the very best as she embarks on her next chapter.

We are pleased to welcome Shantal Pothiah, who steps into the role with warmth, experience and a passion for service.

To help members get to know her better, we sat down with Shantal to learn more about her journey, what inspires her and how she hopes to support members in her new role.

Please tell us a little bit about yourself?

I'm originally from Durban and began my career at Discovery Health in 2016. Over the years, I've gained experience across various departments, including chronic and PMB services. I'm also currently studying towards a BEd degree.

What drew you to the healthcare or medical scheme environment?

I was drawn to the healthcare environment by the opportunity to make a real difference in people's lives. I've always been passionate about helping others, and working in this sector allows me to contribute to something bigger than myself.

I'm inspired by the balance of compassion and precision that healthcare demands and I find it fulfilling to be part of a field that combines service, integrity and continuous learning.

What does the role of Client Liaison Officer involve and how do you see yourself making a difference for members?

As the Client Liaison Officer, I'm the main point of contact between members and AMS - making sure their needs are heard, understood and taken care of with care and efficiency.

I handle enquiries, help resolve concerns and aim to deliver a service that truly reflects the values of the Scheme. I hope to make a difference by being approachable, responsive and focused on finding solutions. By building trust and advocating for members, I want to help create a smoother, more reassuring experience - especially during times when they might feel buncertain or overwhelmed.

What do you enjoy most about working with people?

I enjoy the chance to connect, learn and make a positive impact. I see every interaction as an opportunity to offer support, share knowledge, or simply make someone feel heard.

It is people that make every day different and meaningful - and that's what keeps my work engaging and fulfilling for me.

Outside of work, what are some of your interests or hobbies?

Outside of work, I enjoy spending time with family and friends, as well as exploring hobbies that help me unwind and stay inspired. I love reading and often take time to go for walks or spend time outdoors. I also enjoy cooking and baking for my family.

Do you have a personal motto or philosophy that guides the way you engage with others?

"Treat others the way you would like to be treated." I believe in showing respect, kindness and integrity in every situation.

What message would you like to share with AMS members as you step into this role?

I am here to support you with care, dedication and a genuine commitment to your wellbeing. I understand that navigating healthcare and medical schemes can sometimes feel overwhelming and my goal is to make that journey easier for you. I'm looking forward to getting to know you, listening to your needs and doing my part to ensure that your experience with AMS is a positive one.

We're delighted to welcome Shantal to the team and look forward to the care and energy she will bring to the role.

Published May 2025